Oban’s Penseive

Blogging for Blogging’s Sake

Get Better Customer Service By Having Amazon.com Call You

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I just came across a post in red chaos’ blog giving Amazon and E-bay’s 800 numbers. I see this every once in a while and had Amazon’s in my address book for a while. As an Amazon customer from the early days, I was always perplexed by their decision to move from world-class phone based customer service to a model that made the phone number next to impossible to find.

Amazon.com Click to CallThat’s why I was so happy when they reversed course last year with “Click to Call”. While signed into your Amazon account, you click a button that appears on every help page and immediately receive a call connecting you with an Amazon Customer Service agent. I was hesitant at first; I figured this was just a way for them to delay calling me. As it turns out, I was able to get to my issue quicker than if I dialed the 800 number. This is because a) you don’t have to go through any automated options on the phone (press 1 for this…), and b) you don’t have to jump through hoops to identify yourself. If you’re logged in when you click to call, the agent already has verified and can move to your problem a lot quicker.

I don’t know how long this service has been out, but I think its been at least six months. Posts like red chaos’ just show how far they have to go to earn back customer trust and have the reputation they once had of doing everything they could to do right by the customer.

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Written by oban89

February 28, 2007 at 8:32

Posted in Amazon

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